Please help

[Wendymarie]

Ok so been with public forever with actual sim.

Tried to buy a esim for second line BUT 

IT put the esim in however when it did this it made my usual number STOP working with a fully just paid months worth of mins and data so I am.in the middle of nowhere literally hardly any kind of service anywhere here and it's so hard to communicate but I really need my phone to work and since I paid for it it should have been working and now it's almost been a month ....

Now I have no number for the esim the other one says its there but now says sim 1 not provisioned??? And nothing is working HELP 

[hTideGnow]

hi @Wendymarie 

did you use a different email address to setup line 2?  if you used the same email address for line 2, then you never setup a line 2 with esim but have changed your line 1 to esim as PM system needs a different email for another line, no combined account here

anyway, if you need support agent to help to sort it out or explore if the can do anything with the money you paid, message them.   You can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[softech]

@Wendymarie 

are you putting both line 1 and line 2 on the same phone?  if so, did you try the physical sim in another phone and test if the physical sim still work on another phone?

if the physical sim working on another phone and just not working on the phone with the esim together, then it is a matter of device setup. What you can do is to go back put the physical sim back to the same phone, then go to Sim Manager and disable the esim (not delete but disable) , and make sure the physical sim is set to enable

if still confused, let us know what kind of phone you are using, iPhone or Android, and post us screenshot of the Sim Manager and let us know how the 2 sim (physical and esim) or setup on the phone

[Wendymarie]

Can we get the physical sim working first ? And any idea how or to go about perhaps getting a refund of some sort ? If possible because the whole month has gone and I didn't get to use anything from either one and I had already paid for the physical sim line one 😞

[BKNS27]

@Wendymarie 

Why did you switch from the SIM to eSIM? I have an iPhone 14 Pro Max and I prefer the SIM due to the easy portability from popping it out from one phone to another.

[Sansan]

So the second line is on the same phone? Sounds like it replaced your current Sim. Did you speak to any CS agent yet? Your going to need their assistance. 

You can connect with them to sort it out by creating a ticket. Faster quicker service. 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or below if you are not able to sign into to your account.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

@Wendymarie 

let's try to get the esim working first.  Remove any physical sim you have on the phone.  And if you have another esim there as well, disable it to make sure the Public Mobile esim is the only one there 

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

      

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there